Customer Service Lead - Conveying Solutions

Continental Industry; Fairlawn (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

Continental is seeking a Customer Service Manager in the United States to lead day-to-day operations, own KPIs, and act as the primary escalation contact for critical issues. You will manage order processing, SLA adherence, and cross-functional collaboration to ensure exceptional customer service in an industrial setting.

The role requires a Bachelor’s degree in business or related field, 2+ years in industrial customer service, SAP and Excel proficiency, and strong leadership capabilities.

Qualifications

• Bachelor’s degree in business, Supply Chain, Operations Management, or related field.
• 2+ years of customer service in an industrial environment with order management, supply chain, or related (operational) and leadership experience.
• Proficiency in ERP systems (preferably SAP) and Microsoft Excel.
• Demonstrated ability to manage escalations and lead teams in a fast-paced, customer-focused environment.
• Maintain knowledge of Conveyor Belting, Customer Engineered Solutions, and Industrial Distributor products, applications, manufacturing processes, and supply chain constraints.
• Stay informed regarding industry trends, customer expectations, and competitive service practices to support customer requirements and expedite issue resolution.

Responsibilities

• Manage day-to-day customer service operations, workflow distribution, and workload balancing to meet customer commitments and business objectives.
• Identify and resolve complex customer service issues while serving as the primary escalation point for critical customer concerns and service failures.
• Ensure timely and accurate processing of orders, inquiries, complaints, returns, and customer requests.
• Analyze customer service processes and implement actions that improve efficiency and reduce non-value-added activities.
• Define, establish, and monitor KPIs and service level agreements (SLAs) aligned with business objectives.
• Analyze performance trends and metrics to identify improvement opportunities; communicate results and corrective actions to management and stakeholders.
• Perform high-level SAP and ERP transactions including credit releases, intercompany returns, and invoice corrections.
• Support month-end close activities and monitor open orders, backlogs, and customer commitments to ensure service expectations are met.
• Work with global customer service teams to identify and implement best practices while building strong working relationships across the organization.
• Lead, coach, mentor, and develop a team of Customer Service Representatives; provide regular performance feedback, conduct reviews, and establish individual development plans.

Skills

Customer service

Leadership

Problem solving

Communication

Education

Bachelor’s degree in business / supply chain / operations management

Tools

SAP

Microsoft Excel

Job description

Company Description

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent, and affordable solutions for vehicles, machines, traffic, and transportation. In 2023, Continental generated sales of €41.4 billion and currently employs around 200,000 people in 56 countries and markets.

Company Description

Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent, and affordable solutions for vehicles, machines, traffic, and transportation. In 2023, Continental generated sales of €41.4 billion and currently employs around 200,000 people in 56 countries and markets. ContiTech is one of the world’s leading industry specialists. The Continental group sector offers its customers connected, environment-friendly, safe and convenient industry and service solutions using a range of materials for off-highway applications, on rails and roads, in the air, under and above the ground, in industrial environments, for the food sector and the furniture industry. With about 42,000 employees in more than 40 countries and sales of some 6.8 billion euros (2023), the global industrial partner is active with core branches in Asia, Europe and North and South America. Are you ready to shape the future with us?

Job Description

HOW YOU WILL MAKE AN IMPACT

• Manage day-to-day customer service operations, workflow distribution, and workload balancing to meet customer commitments and business objectives.
• Identify and resolve complex customer service issues while serving as the primary escalation point for critical customer concerns and service failures.
• Ensure timely and accurate processing of orders, inquiries, complaints, returns, and customer requests.
• Analyze customer service processes and implement actions that improve efficiency and reduce non-value-added activities.
• Define, establish, and monitor key performance indicators (KPIs) and service level agreements (SLAs) aligned with business objectives.
• Analyze performance trends and metrics to identify improvement opportunities; communicate results and corrective actions to management and stakeholders.
• Perform high-level SAP and ERP transactions including credit releases, intercompany returns, and invoice corrections.
• Support month-end close activities and monitor open orders, backlogs, and customer commitments to ensure service expectations are met.
• Work with global customer service teams to identify and implement best practices while building strong working relationships across the organization.
• Lead, coach, mentor, and develop a team of Customer Service Representatives; provide regular performance feedback, conduct reviews, and establish individual development plans.

Qualifications

WHAT YOU BRING TO THE ROLE

• Bachelor’s degree in business, Supply Chain, Operations Management, or related field.
• 2+ years of customer service in an industrial environment with order management, supply chain,or related (operational) andleadership experience
• Proficiency in ERP systems (preferably SAP) and Microsoft Excel.
• Demonstrated ability to manage escalations and lead teams in a fast-paced, customer-focused environment.
• Maintain knowledge of Conveyor Belting, Customer Engineered Solutions, and Industrial Distributor products, applications, manufacturing processes, and supply chain constraints.
• Stay informed regarding industry trends, customer expectations, and competitive service practices to support customer requirements and expedite issue resolution.

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future for this job posting.

No Relocation provided for this role

Additional Ways To Stand Out

• 5+ years of customer service in an industrial environment with order management, supply chain,or related (operational) and 2-3 years of leadership/supervisor experience
• Experience in industrial products, conveyor belting, manufacturing, or industrial distribution markets.
• Experience leading performance management programs, KPIs, and continuous improvement initiatives.
• Maintain extensive knowledge of Conveyor Belting, Customer Engineered Solutions, and Industrial Distributor products, applications, manufacturing processes, and supply chain constraints.
• Stay informed regarding industry trends, customer expectations, and competitive service practices to support customer requirements and expedite issue resolution.

Additional Information

EEO / AA / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities, where they apply. To be considered, you must apply for a specific position for which Continental has a current posted job opening. Qualifying applications will be considered only for the specific opening(s) to which you apply. If you would like to be considered for additional or future job openings, we encourage you to reapply for other opportunities as they become available. Further, Continental provides reasonable accommodations to qualified individuals with a disability. If you need assistance in the application process, please reply to [e-mail] or contact US Recruiting at 248.393.5566. This telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application, if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a call back.

EEO-Statement

EEO / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities for qualified individuals with a disability and protected veterans, where they apply. To be considered, you must apply for a specific position for which Continental has a current posted job opening. Qualifying applications will be considered only for the specific opening(s) to which you apply. If you would like to be considered for additional or future job openings, we encourage you to reapply for other opportunities as they become available. Further, Continental provides reasonable accommodations to qualified individuals with a disability. If you need assistance in the application process, please reply to [e-mail] or contact US Recruiting at 800-821-2727. This telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application, if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a call back.